Description

Provide technical support within a 24x7 shift model to resolve user and system issues.

Handle customer calls and manage incoming requests using Cisco Finesse Agent. Perform first-level troubleshooting by following and updating knowledge articles. Manage incident lifecycles using ServiceNow for ticket creation and tracking. Monitor system health through manual checks and automated incident correlation tools like BigPanda. Resolve desktop performance issues, login problems, and browser or connectivity errors.

Responsibilities

• Manage customer calls and incoming requests via Cisco Finesse Agent.
• Perform first-level troubleshooting and update knowledge articles.
• Track and manage incident lifecycles using ServiceNow.
• Monitor system health using manual checks and BigPanda.
• Resolve desktop performance, login, and connectivity issues.

Required Skills

• 8+ years of experience in application or production support roles.
• Proficiency with Cisco Finesse Agent for call handling.
• Experience using ServiceNow for incident management.
• Hands-on troubleshooting of DNS and DHCP issues.
• Ability to optimize desktop performance and resolve browser/internet connectivity problems.
• Familiarity with incident correlation products such as BigPanda.
• Experience working within a 24x7 shift rotation.
• Strong ability to communicate technical issues to technical and non-technical stakeholders.

Preferred Skills

• Foundational understanding of basic infrastructure components.

Key Skills

Education

ANY GRADUATE